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- Tasks: Investigate technical issues, automate processes, and support users in a dynamic environment.
- Company: Join Paloma, a mission-driven tech company transforming autism and ADHD care in the NHS.
- Benefits: Enjoy 37 days of annual leave, competitive salary, and private medical insurance.
- Why this job: Make a real impact on children's healthcare while developing your technical skills.
- Qualifications: 3+ years in technical support, strong coding and SQL skills required.
- Other info: Hybrid work model with a supportive culture focused on career development.
The predicted salary is between 55000 - 55000 £ per year.
Location: Hybrid is preferred, working 3 days in the London office (Mondays, Wednesdays, Thursdays) and 2 days at home per week. We will consider alternative arrangements on request.
Reporting to: VP of Technology, Avishai Gurt
About Paloma
Paloma’s mission is to make children’s autism and ADHD assessments and care available on the NHS within 4 weeks of GP referral. We are making this possible by setting a new standard for high-quality autism and ADHD care, building great software & AI tools, and investing in clinicians' learning & development.
Mark and Darshak founded Paloma due to their frustration that families are waiting 4-10 years for NHS children’s autism and ADHD assessments. This crisis in NHS children’s neurodevelopmental services has been highlighted by the Children’s Commissioner for England.
Since launching, we have:
- Grown a fantastic team of 120 people, of whom over 80 are clinicians supporting families through their assessment journey.
- To meet the needs of families, we are recruiting over 100 more people over the next 12 months.
- Raised £5m pre-seed funding from leading healthcare investors, helping us to invest in our technology and our team.
- Achieved financial sustainability.
How Paloma Health differs
- Our clinical quality: We are clinically led, Care Quality Commission (CQC)-registered, measure our outcomes, and continuously improve our pathway for families and clinicians.
- Our internal product & engineering team, who build fantastic software to give families a fantastic consumer-like experience of healthcare.
- Free our clinicians from documentation to focus on supporting families.
- Our strong culture: including transparency, a sense of community, and supporting staff career development.
- The experience of our founders, Dr Mark Jenkins & Darshak Shah, who have previously built tech-enabled NHS obesity and ophthalmology services.
About the Role
If you love solving puzzles, querying data, automating processes and helping users, this role is for you! You won’t just be closing tickets; you will be investigating code, querying databases, and analysing logs to diagnose complex logic errors.
We are looking for an experienced Technical Support & Operations Agent to join our Engineering Team. In partnership with Product and Operations, our Engineering Team develops and maintains the Paloma Portal, our AI-enabled patient pathway and record system, and our in-house SaaS platforms.
As our first Technical Support hire, you will:
- Act as a Level 3 Agent, resolving all technical issues with the Paloma Portal in partnership with the software engineering team.
- Support our central functions (e.g. people, talent, operations) to be more efficient by owning and administering our internal SaaS platforms and integrations.
Key Responsibilities
- Deep-Dive Investigation: Triage and investigate escalated technical issues related to our internal platform and patient workflows.
- Data Forensics: Write SQL queries to verify data integrity, fix stuck clinical pathways, or generate ad-hoc reports for the product team.
- Feedback Loop: Document bugs clearly with reproduction steps and work closely with developers to prioritise fixes.
- Automation: Use scripting languages (type-script/bash/Google App-Script) and low-code tools to automate repetitive tasks, processes and integrating tools.
- Tools Management: Work with our central functions to configure and integrate internal software tools across marketing, customer support, and people.
Qualifications and experience
- A minimum of three years of technical support experience working in a company, preferably in a fast-paced environment.
- Able to communicate clearly and efficiently with external users and internal stakeholders (written and verbal).
- Solid understanding of web application architecture and cloud infrastructure.
- Technical skills and experience should include:
- Capable of understanding and analysing C# code.
- Write SQL queries (Postgres and BigQuery dialects).
- Solid understanding of REST APIs and web services.
- Experience with the Google Cloud platform and its monitoring tools.
Desired but not essential skills and experience include:
- Bachelor's degree in Computer Science, Engineering, or a related field.
- Familiarity with the Google Workspace Admin console and Google Apps Script.
- Experience with n8n.io (or any Low-Code platform).
You will be part of a mission-driven organisation that’s transforming access to autism and ADHD care in England. For all employees, we offer:
- A strong and positive culture that prioritises staff well-being, transparency, and career development.
- Protected time and budget for team connection, learning, and community-building.
- Salary of £55,000 per year with some flexibility based on experience.
- Annual salary reviews, ensuring they are competitive.
- Equity compensation through Share Options in Paloma Health.
- Private Medical Insurance.
- Employee Assistance Programme.
- Professional Registration Fees Allowance for clinicians.
- A unique annual leave benefits package which includes: 37 days of annual leave.
- Option to buy an additional 5 days per year.
- Where required, 2 days per year of special leave.
Additional benefits include:
- A premium performance company laptop.
- NHS discounts, including the Blue Light Card.
Equality & Diversity
Paloma Health is an equal opportunity employer committed to diversity and inclusion in the workplace and throughout the application process.
Accommodations
We’re glad to accommodate candidates who need adjustments throughout the hiring process.
Safer Recruitment & Pre-Employment Checks
Paloma Health ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation.
Application process
Please apply via our website. We understand that applying for a new job requires significant effort, and we appreciate your time. We look forward to reviewing your application.
Join us and be part of our journey to revolutionise access to NHS autism and ADHD care!
Technical Support & Operations Agent (Level 3) employer: Paloma Health
Contact Detail:
Paloma Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support & Operations Agent (Level 3)
✨Tip Number 1
Get to know the company inside out! Research Paloma's mission and values, and think about how your skills can contribute to their goal of improving autism and ADHD care. This will help you stand out in interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for technical challenges! Brush up on your SQL and C# skills, as well as any relevant tools mentioned in the job description. Being ready to tackle real-world problems during interviews shows you're serious about the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Paloma.
We think you need these skills to ace Technical Support & Operations Agent (Level 3)
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role and our mission shine through. We want to see how much you care about making a difference in children's lives!
Tailor Your CV: Make sure to customise your CV to highlight relevant experience that matches the job description. We love seeing how your skills align with what we're looking for in a Technical Support & Operations Agent.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your experiences and skills, so we can easily see how you fit into our team.
Apply Through Our Website: Don’t forget to submit your application via our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Paloma Health
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially C# coding and SQL queries. Be ready to discuss how you've used these in past roles, as you'll need to demonstrate your ability to troubleshoot complex issues effectively.
✨Understand the Company’s Mission
Familiarise yourself with Paloma's mission to improve autism and ADHD care. Show genuine interest in their goals and be prepared to discuss how your role as a Technical Support & Operations Agent can contribute to this mission.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical technical problems or describe how you would handle specific situations. Practise articulating your thought process clearly, as communication is key in this role.
✨Showcase Your Problem-Solving Skills
Be ready to share examples of how you've tackled challenging technical issues in the past. Highlight your analytical skills and your approach to debugging and automating processes, as these will be crucial in your new role.